Campus Computing Support Center: Information: Policies and Agreements: Service Level

Support Center Hub > Information > Policies and Agreements > Service Level

Service Level: Student Network Access
In order to promote learning through technology, IMT Student Services offers students the ability to connect to the campus network from their living areas and most campus locations. These services are entitled RezNet, and All-Access Wireless, respectively. In order to connect to these services, students must:

Have an active APU Network Account (formerly üdeupa account)
Possess a computer in accordance with the minimum system requirements

Network access is included in tuition fees and includes the following services: RezNet and All-Access Wireless.

Although problems do arise, students should expect uninterrupted Internet and network access. If any of the network services are not functioning, please contact the IMT Support Desk. This includes any time you have problems connecting to the network. IMT Student Services will do their best to notify students of any planned network downtime. In the event of planned network maintenance, please do not notify the Support Desk as the network should be back up shortly.

IMT offers Norton AntiVirus software to anyone using network services. It is the student's responsibility to update virus definitions in order to keep their computer safe from attacks. IMT reserves the right to turn off a student's service should his/her computer become infected with a virus thus threatening other computers on the network. Students using RezNet and All-Access Wireless are required to use the service responsibly. Excessive bandwidth usage, spamming, or any illegal behavior will not be tolerated. IMT reserves the right to turn off access in the event of improper use. For more information, please refer to the Student Network Access Policy (page 20).

IMT will be responsible for solving network problems that occur on any of the abovementioned services. These problems include any disruption in service. IMT will not be responsible for repairing computer problems that do not relate to network service. For example, IMT is not responsible for repairing a student's computer if the hard drive fails; it is the student's responsibility to facilitate its repair using outside vendors. The exception to this is Laptop Program participants, all of whom receive full service through the university as part of their lease contract.

Should there be a problem with a student's network access, it is the student's responsibility to contact the IMT Support Desk immediately.

Service Level: University Laptop Program
First-year students at Azusa Pacific University have the option to lease a university-owned, industry-standard HP or Apple computer. After the sophomore year, this computer will be exchanged for a new industry-standard laptop. This second computer also remains the property of Azusa Pacific University until graduation. If the student stays with the program for all four years, the computer will be given to the student as a gift from the university. If the student leaves Azusa Pacific University for any reason other than graduation, he/she must return the computer to APU in full working condition or buyout.

Laptop Repairs
Upon the arrival of a damaged or malfunctioning laptop, IMT Student Services will diagnose whether the problem is software- or hardware-related within a 30-minute period.

If the problem is found to be hardware-related, and the hard drive is still accessible, IMT Student Services will transfer any data the student needs to a loaner laptop, which the student can use until his or her laptop is returned in working condition. Any files that the student does not request may be lost during the hardware repair process; IMT Student Services is not responsible for these.

Before receiving the loaner laptop, the student will be required to sign a Loaner Laptop Agreement; the agreement will discuss the student's responsibility in regards to the laptop he or she is loaned
IMT Student Services will expect the loaner laptop to be returned before the student may obtain the repaired laptop

If the problem is software-related, IMT Student Services will keep the laptop until the issue is resolved. If a resolution cannot be reached in 30 minutes or less, a loaner laptop will be issued to the student and all necessary data will be transferred to the loaner laptop.

Before receiving the loaner laptop, the student will be required to sign a Loaner Laptop Agreement; the agreement will discuss the student's responsibility in regards to the laptop he or she is loaned
IMT Student Services will expect the loaner laptop to be returned before the student may obtain the repaired laptop

Laptop Damage, Loss or Theft
If a laptop is stolen or lost, report it immediately to the Department of Campus Safety and the IMT Support Desk. Both Campus Safety and the IMT Support Desk will require paperwork regarding the laptop and the nature of its disappearance. This will aid in locating the missing laptop. If the laptop is damaged, please contact the IMT Support Desk only.

Upon completion of the necessary forms, the student will be issued a loaner laptop
Before receiving the loaner laptop, the student will be required to sign a Loaner Laptop Agreement; the agreement will discuss the student's responsibility in regards to the laptop he or she is loaned
IMT Student Services will expect the loaner laptop to be returned if the original laptop is recovered or upon arrival of the replacement laptop

Additional Software Policy

IMT Student Services will not support any software that was not included with the laptop
IMT Student Services will not transfer any MP3s, videos or other unnecessary files when issuing a loaner laptop
IMT Student Services will remove additional software without notice if it is causing the laptop to function incorrectly